24/7 customer support on chat and phone, with your team one step away
Tridan AI support agents answer your customers on the website chat and on the phone, from your own knowledge base. While the conversation is still going, they open a Zendesk ticket or a Jira issue, book an appointment or send an email. When a customer needs a person, the chat moves to your operators with the whole conversation, and a call is transferred to your operator with the transcript and summary saved.
- Self-hosted option
- Never used to train AI models
- Your team takes over when it matters
- Answers from your documents, FAQs and website, with the source shown under chat answersReady today
- Tickets, bookings and emails created during the conversation, only through the actions you enableReady today
- Handover to a person: the operator sees the full chat, and calls are transferred to your numberReady today
The Problem
Customers ask at any hour. Your team works in shifts.
Today
The same questions wait in a queue, and escalations start from zero.
- Customers wait in a queue, or until opening hours, to ask about warranties, procedures and opening times.
- Your agents copy details from the chat into the helpdesk by hand, after the conversation.
- When a case is escalated, the customer explains everything again to the next person.
- After hours, messages land in a shared inbox, or nobody sees them until morning.
- Answers drift between agents, and the knowledge base falls behind the product.
With Tridan AI
Routine questions answered at once, and every handover arrives with the story.
- The agent answers on chat and phone at any hour, from your documents, website pages and FAQs, and chat answers show their source.
- The agent creates the Zendesk ticket or Jira issue while the customer is still there, through the integrations you enable.
- The operator who takes a chat sees the whole conversation. A transferred call keeps its transcript and AI summary in the call details.
- Outside your operator hours, a handover becomes a ticket in Live Conversations, the customer is told when you will reply, and your team answers by email.
- One knowledge base for chat and phone. Update a document and both channels answer from the new version.
A warranty question on the website chat, late in the evening
An illustration of how the parts that exist today work together. No customer, no numbers.
Example scenario
- 1
The question arrives.
A customer opens the chat on your support page: "My device stopped charging. Is it still under warranty?"
- 2
The agent answers from your knowledge.
It finds the warranty terms in the documents you uploaded and replies with the conditions, with the source under the answer.
- 3
The agent takes the action.
The customer wants a repair. The agent asks for the serial number and email in an inline form and creates a Zendesk ticket with those details.
- 4
The customer asks for a person.
They press "Talk to an operator", or your handover rule triggers. During operator hours the chat enters the unassigned queue in Live Conversations. Outside them it becomes a ticket your team answers by email.
- 5
An operator takes over.
The operator claims the chat, reads the whole conversation including the ticket the agent created, and replies in the same widget. Colleagues can follow it, but only the assigned operator writes to the customer.
- 6
The knowledge base gets better.
The operator can generate an AI summary of the conversation and save it as text knowledge, so the agent can answer the next similar question itself.
A call to your support line
The same knowledge base and the same tools, on the phone.
Example scenario
- 1
The call comes in.
A customer calls your support number. The voice agent answers immediately, with no queue, in the language you configured.
- 2
An answer from the knowledge base.
"How do I reset the device?" The voice agent looks it up in the same knowledge base the chat uses and walks the caller through the steps.
- 3
An action during the call.
The device still does not work. The agent opens a ticket, or checks your Google Calendar and books a technician visit, then reads the time back to the caller.
- 4
The caller needs a person.
The caller wants to discuss a refund. The agent follows the transfer rule you set for that number, announces the transfer and puts the call through to your operator's number.
- 5
The context stays.
After the call, the transcript, an AI summary and the outcome marked as transferred are saved in the call details for your team.
From the customer's question to the right person
- Channels
- Website chat widget, type or talk
- Phone line through a SIP trunk or Twilio
- Knowledge
- Uploaded documents and FAQs
- Pages from your website
- Confluence and Notion
- Text knowledge, including saved conversation summaries
- Actions
- Zendesk tickets and Jira issues
- Google Calendar bookings
- Email through Gmail, Outlook or SMTP
- Your order, account or CRM system through a custom API tool(Built in your pilot)
- Handover
- Talk to an operator button or AI handover rule
- Live Conversations: queue, claim and take over
- Off-hours ticket answered by email
- Call transfer to your operator's number
- Afterwards
- Full chat history and operator notes
- Call transcript, AI summary and outcome
- Your teamsteps in when it matters
What works today, and what we set up with you
- CapabilityStatus
- Support agent on your website chat, with text and voice modePick the support preset or write your own instructions, then paste the embed snippet on your site.Ready today
- Voice agent on your phone lineAnswers inbound calls on your existing number through a SIP trunk, or on a new number.Ready today
- Knowledge base for chat and phoneDocuments, FAQs, website pages, Confluence, Notion and text knowledge. Chat answers show their source.Ready today
- Actions during the conversation: Zendesk, Jira, Google Calendar, Gmail, Outlook, SMTPEach agent only gets the actions you enable, on chat and on calls.Ready today
- Chat handover to your operators in Live ConversationsOperator button or AI handover rule, a waiting queue with a timeout message, claim and take over, file sharing and predefined answers.Ready today
- Off-hours ticketsOutside the hours you set, a handover becomes a ticket and your team replies by email.Ready today
- Call transfer to a person, with transcript and AI summary savedAvailable on numbers connected through SIP, with the operator number and transfer rule you set per number.Ready today
- Connection to your own order, account or CRM systemThe custom API tool exists today. Our engineers wire it to your system and test it with you.Built in your pilot
- Conversation context shown to the phone operator during the transferThe call is put straight through. Your team finds the transcript and summary in the call details.Not offered
- AI replies to incoming WhatsApp chatsToday the agent can send WhatsApp messages and templates, but it does not answer incoming WhatsApp chats.Not offered
How we start
We set up the first support agent with you, test it on your real questions, and only then point customer traffic at it.
What we set up with you
- A support agent with your instructions, your tone, and clear limits on what it should and should not handle
- Your knowledge base loaded: documents, FAQs, website pages, and Confluence or Notion if you use them
- The actions you choose connected, such as Zendesk or Jira tickets, Google Calendar bookings and emails
- Handover rules: when the agent hands over, the operator button, the waiting time and what happens outside your hours
- Your operators set up in Live Conversations, and for the phone line, the operator number for transfers
- A test round on real customer questions with your team, then the widget on your site and the number live
What we review together before and after launch (no numbers promised up front, we agree the targets with you)
- Answer quality
- whether the agent answers your test questions correctly, from the right source
- Resolved without a person
- how many routine conversations end without a handover, compared to what your team expected
- Handover quality
- whether operators can continue without asking the customer to repeat anything
- Correct actions
- whether tickets and bookings are created with the right details
- Knowledge gaps
- which questions still end in a handover, so we know what to add to the knowledge base next
Your customers' conversations stay under your control
Self-hosted option
Run the full platform, including the phone stack, in your VPC or on-premises, with a local model option.
Never used for training
Your knowledge and conversations are used only to answer your customers. They are not used to train AI models.
You choose the actions
Each agent only gets the integrations and actions you enable, and every action is visible in the conversation.
One operator writes
Only the operator who holds a chat writes to the customer. Colleagues can follow it and take it over when needed.
Common questions about AI customer support
Does the AI replace our support team?
No. The agent takes the routine questions and actions, and your team handles what needs a person. Every handover reaches an operator with the conversation attached, so your people spend their time on the hard cases.
What happens when the agent cannot answer?
It hands over according to the rules you set. On chat the conversation enters the queue in Live Conversations, where an operator claims it and sees the full history. If nobody picks it up in time, the customer gets the waiting message you wrote. On the phone the call is transferred to your operator's number.
Does the phone operator see what was said before the transfer?
Not during the transfer itself. The call is put straight through to your operator. The transcript, an AI summary and the outcome marked as transferred are saved in the call details, so your team can read what was discussed.
What about nights and weekends?
The agent answers at any hour. For handovers you set the hours when operators are available. Outside them, a handover becomes a ticket, the customer is told when you will reply, and your team answers by email.
Can the agent create tickets in our helpdesk?
Yes, in Zendesk and Jira through the ready-made integrations, on chat and on calls. For another helpdesk or your own system, our engineers connect it through a custom API tool and test it with you.
IntegrationsWhich languages does the agent support?
The agent answers in the languages your customers use, including English, Serbian, German and Spanish. The chat widget can answer in Serbian Latin or Cyrillic, and for the phone you choose a natural voice for each language.
Your knowledge, your actions, your team one step away
No slides. A live demo on your use case.
Tell us which questions your team answers every day. We will show you the agent answering them on chat and phone, and handing over the rest.